Their cleaning crew did a good job on my house, but their boss's were horrible. They put on the calendar for repeat regularly scheduled service, which I called and canceled because I couldn't decide how often I wanted it, but this was apparently not taken off their calendar. I got a call one day that they were coming the following day, which surprised me because I thought I had canceled the appointment. They then showed up a few weeks later, again unexpected to me because I had canceled the repeated visits. I got charged a $60 lock out fee because my house was locked when they got there since I wasn't expecting them. Their management took this out of my bank account without telling me...which I thought was sneaky, they should have given me the heads up. Then when I called to dispute this they were adamant that I had never canceled the repeated service and even told that one of their cleaning people had met me in person and confirmed with me that they would be at my house every other week...I was NEVER home when the cleaning crew was there and I NEVER met them...if they did tell someone they would be at my house for regular visits it was my dog walker that they spoke with, and my dog walker does not schedule the appointments so this in no way confirmed our appointments. I was told by Jen, one of the owners of the company that she would discuss the lock out charge with her partner (who I believe is her husband), I have never heard back and have left several voice mails and a message with one of their colleagues. They would apparently rather have a one time $60 lock out fee than a repeat client that would bring them much more $$$. They also never answer their phone. A garage that we used to park our car at often charges a lock out fee if you leave the keys in the car, this happened to us, but the garage waved the fee since it was the first time this happened and because of their flexibility and customer service we rewarded them by deciding to park our second car in their garage as well, so they got twice the business with us because they cared about having happy customers. A Personal Touch Cleaning Service is the opposite...if you care about customer service and hiring people who can resolve conflicts and discuss issues that come about on the job, these are not the people. If they would just return my call and have a conversation with me about the issue I'm sure we could have come to an understanding, but ignoring your clients and dipping into their bank accounts with the heads up isn't the way.
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